Intermittent disconnects

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I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

Here is a couple more, showing a 10min run now, as well as a big set of spikes earlier...

 

Current -->

hitronping2.jpg

 

Earlier -->

hitronping3.jpg

 

EDIT - update - just got off the line with "Tech Support" who advised me there is nothing on Rogers end causing the issues (despite him seeing 2 of the spikes over a 50ping test), and to contact a PC repair shop because either this 3rd party software or my PC must be causing the issues. HAH! So much for that route.

I'm Here A Lot
Posts: 6

Re: Intermittent disconnects

Hello again gp-se!

 

Thanks to your suggestion, I successfully replaced my old modem with the new CODA-4582 white modem. 

 

Unfortunately, the intermittent disconnections did not go away, (they seemed to have gotten slightly better,but it'y only been 2 days, so I can't say for sure)

 

The following are the event logs:

DOCSIS Logs

The DOCSIS event logs is shown here

No. Time Type Priority Event
1 01/01/1970 00:01:09 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXXCM-QOS=1.1;CM-VER=3.1;
2 07/13/2017 00:08:52 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
3 07/13/2017 00:09:03 69010200 notice SW Download INIT - Via Config file bac105000106ac202e09fe90
4 07/13/2017 00:09:47 69011200 notice SW download Successful - Via Config file
5 07/13/2017 00:11:36 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=XXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;
6 07/13/2017 00:40:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=XXXXXXXXXXXX;CMTS-MAC=00:XXXXXXXXXX;CM-QOS=1.1;CM-VER=3.1;

 

and the signals:

Downstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB)
1 591000000 256QAM 6.900 7 38.983
2 855000000 256QAM 4.700 3 37.356
3 861000000 256QAM 4.900 4 38.605
4 579000000 256QAM 6.200 5 38.983
5 585000000 256QAM 6.700 6 38.983
6 849000000 256QAM 3.700 2 37.636
7 597000000 256QAM 6.500 8 38.605
8 603000000 256QAM 5.900 9 38.983
9 609000000 256QAM 5.400 10 38.605
10 615000000 256QAM 5.100 11 38.605
11 621000000 256QAM 5.100 12 38.983
12 633000000 256QAM 4.600 13 38.983
13 639000000 256QAM 4.300 14 37.636
14 645000000 256QAM 4.800 15 38.605
15 651000000 256QAM 5.500 16 38.983
16 657000000 256QAM 6.100 17 38.605
17 663000000 256QAM 6.300 18 38.605
18 669000000 256QAM 7.000 19 38.605
19 675000000 256QAM 7.600 20 38.605
20 681000000 256QAM 7.300 21 38.983
21 687000000 256QAM 6.600 22 38.983
22 693000000 256QAM 6.400 23 38.983
23 699000000 256QAM 6.100 24 38.983
24 705000000 256QAM 5.000 25 38.605
25 711000000 256QAM 5.100 26 38.605
26 717000000 256QAM 4.700 27 37.636
27 723000000 256QAM 4.100 28 37.356
28 825000000 256QAM 4.300 29 37.356
29 831000000 256QAM 4.200 30 37.636
30 837000000 256QAM 3.800 31 37.636
31 843000000 256QAM 3.600 32 37.636
32 303000000 256QAM 5.000 1 38.605
OFDM Downstream Overview
Receiver FFT type Subcarr 0 Frequency(MHz) PLC locked NCP locked MDC1 locked PLC power(dBmv)
0 4K 290600000 YES YES YES 4.599998
1 NA NA NO NO NO NA
Upstream Overview
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Bandwidth
1 23700000 ATDMA - 64QAM 32.500 5 6400000
2 38596000 ATDMA - 64QAM 35.000 6 3200000
3 30596000 ATDMA - 64QAM 32.000 4 6400000
OFDM/OFDMA Overview
Channel Index State lin Digital Att Digital Att BW (sc's*fft) Report Power Report Power1_6 FFT Size
0 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K
1 DISABLED 0.5000 0.0000 0.0000 -inf -1.0000 4K

 

 

Any idea on what I could do now to resolve the problem? 

 

Thanks again for all your help!

Resident Expert
Resident Expert
Posts: 1,058

Re: Intermittent disconnects

@Runshan

your signal levels looks fine, SNR looks good. Since this issue is ongoing and not getting resolved I would suggest you contact the office of the president.

http://www.rogers.com/consumer/contactus/share-a-concern

 

The only thing I can think of is Rogers is doing lots of infrastructure changes right now, because they are switching to Comcast X1 which is hybrid IPTV. Perhaps they are upgrading your area currently. Also there are rumours of a new gateway being launched sometime in July, so if you can wait a week or two with the CODA then maybe the new gateway will help.

 



Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

Personal opinion I would wait for @RogersDave to return to the forum to address these issues on the technical level.  With the intermittent disconnects occurring in different modem models and latency spikes reported for the CODA-4582 with firmware version 2.0.10.27, I suspect that some changes may have occurred in the CMTS configuration.  Unfortunately, we need Dave or an engineer from his department to look at these issues to determine what if anything has changed.  So, I'd hold off for now when it comes to contacting the Office of the President.  Again.... just personal opinion. 



I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

Same issue here. Didn't have it with a super old CDE-30364. Recently upgraded my plan and have had spikes, packet loss, and low speeds since then. I have swapped out the CODA modem for another. The only variable I can think of is that this new modem is DOCSIS 3.1 enabled and shows the cyan light. I've called support many times but they are unable to reproduce the issue. Every time there is a spike, I get the error "Lost MDD Timeout;" on the modem.

plot.png

I Plan to Stick Around
Posts: 33

Re: Intermittent disconnects

Disconnections everyday 150u package

 

I have been having this ongoing problems with rogers for quite sometime now, random times throughout the day my connection drops for about 30 secs. After many tech visits and modem swaps i don't know what to do anymore. If anyone could please explain what my modem logs mean i would greatly appreciate it.

DOCSIS Logs

The DOCSIS event logs is shown here

 


No. Time Type Priority Event
1 07/30/2017 17:18:14 90000000 warning MIMO Event MIMO: Stored MIMO=1 post cfg file MIMO=
2 07/30/2017 18:28:39 82000200 critical No Ranging Response received - T3 time-out;
3 07/30/2017 18:28:40 82000300 critical Ranging Request Retries exhausted;
4 07/30/2017 18:28:40 82000600 critical Unicast Maintenance Ranging attempted -
5 07/30/2017 18:28:42 82000200 critical No Ranging Response received - T3 time-out;
6 07/30/2017 18:28:42 82000300 critical Ranging Request Retries exhausted;
7 07/30/2017 18:28:42 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;
8 07/30/2017 18:28:43 82000300 critical Ranging Request Retries exhausted;
9 07/30/2017 18:28:43 82000600 critical Unicast Maintenance Ranging attempted -
10 07/30/2017 18:29:17 82000200 critical No Ranging Response received -

 

Rogersdave told me this issue was happening with other modems in the area and has not got back to me i think he just doesnt have the tiime

 

 

I Plan to Stick Around
Posts: 33

Re: Intermittent disconnects

any help would be appreciated 

I've Been Here Awhile
Posts: 2

Re: Intermittent disconnects

So my issue was "fixed". I narrowed it down to the swap from DOCSIS 3.0 to DOCSIS 3.1. I asked the tech to swap my modem back to DOCSIS 3.0 and all is working well for me. I can do this as can still get 150mbps on the DOCSIS 3.0 connection - not sure what others need to do if they must be on DOCSIS 3.1 in my situation. 

Resident Expert
Resident Expert
Posts: 5,808

Re: Intermittent disconnects

@Robleh can you log into the modem, navigate to the STATUS .... DOCSIS WAN page, copy the Downstream and Upstream tables and post them please?  I suspect that the MIMO event might result in the modem going off-line, but the other No Ranging Response timeout shouldn't.  It looks like those events all occurred at the same time, possibly as a result of the modem going off line, but, those events themselves shouldn't cause a drop out.  Those indicate that the modem has requested a maintenance period with the CMTS, but, for what ever reason the CMTS has not responded within the allocated response period.  So, the modem raises an alert and carries on.  If those are the result of some other issue, the question is, what's the issue.  Maybe the signal levels in the tables will indicate something unusual.  Won't know till I see them.  Even then, they might not indicate anything unusual at the point in time when they're copied from the modem. 



I Plan to Stick Around
Posts: 33

Re: Intermittent disconnects

Downstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1639000000256QAM-2.9001440.366
2849000000256QAM-7.000237.636
3855000000256QAM-6.700338.605
4861000000256QAM-7.700437.356
5579000000256QAM-2.900538.983
6585000000256QAM-2.700638.983
7591000000256QAM-2.300740.366
8597000000256QAM-2.500840.366
9603000000256QAM-2.700938.983
10609000000256QAM-3.4001038.983
11615000000256QAM-2.9001138.983
12621000000256QAM-2.5001240.366
13633000000256QAM-3.3001338.983
14303000000256QAM-1.200138.605
15645000000256QAM-2.6001538.983
16651000000256QAM-2.7001638.983
17657000000256QAM-3.0001738.983
18663000000256QAM-2.6001838.983
19669000000256QAM-2.8001940.366
20675000000256QAM-2.6002038.983
21681000000256QAM-2.4002138.983
22687000000256QAM-2.5002240.366
23693000000256QAM-2.8002338.983
24699000000256QAM-3.1002438.983
25705000000256QAM-3.3002538.983
26711000000256QAM-3.4002638.983
27717000000256QAM-4.2002738.605
28723000000256QAM-4.7002838.605
29825000000256QAM-5.0002938.605
30831000000256QAM-5.4003038.605
31837000000256QAM-5.8003138.605
32843000000256QAM-6.6003237.636
OFDM Downstream Overview
ReceiverFFT typeSubcarr 0 Frequency(MHz)PLC lockedNCP lockedMDC1 lockedPLC power(dBmv)
0NANANONONONA
14K275600000YESYESYES-1.599998
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandwidth
138596000ATDMA - 64QAM45.00033200000
230596000ATDMA - 64QAM43.50016400000
323700000ATDMA - 64QAM41.25026400000
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